In Case of Controversy...

You will want to anticipate and prepare for dealing with organized opposition or other issues that might arise, whether it’s anti-tax, the library’s Internet policy, or other matters. All of the basic communications/advocacy strategies are critical when dealing with a crisis.

Make sure you have all the facts.

Respond quickly but don’t overreact.

Prepare a communication plan and work it.

Focus on the solution, not the problem. Explain how the library is addressing the issue or concern.

Let lawyers review any public statement on issues with legal implications but avoid “legalese” that may muddle your message.

Use every opportunity to deliver your key message.

Make sure all library advocates—and especially your chief spokespeople—have the messages, training and information they need to support the library.

Above all, stick to the high road. Don’t criticize or get personal with your opponents. Don’t be defensive.